We have put together a short survey to capture your feedback in terms of what BT can do when you experience home Wi-Fi issues. We would appreciate it if you could take a couple of minutes to complete a short survey. Read more from here, Fix my home Wi-Fi
Did she use a web browser or a mail app? If a web browser then that is webmail and would register as being used, if a mail client(or app) you need to check the settings in the client/app to see which server it is using.
Is your mum a BT broadband customer?
How long ago did she stop her BT Broadband account, or is she still paying for it each month?
If not, did she move her account over to BT Premium mail, which costs £7.50 a month within a short time?
She has been told by BT that the account has been deleted and cannot be recovered.
This is why I feel that the only option is to make a formal complaint.
I am looking please for the contact details/ process to be able to do so?